... emotions. Scholars and managers have proposed several means of achieving a competitive advantage. In case of service organizations, customer service has been stressed as a key metric of success. In this regard, customer satisfaction has served as the primary indicator of achievement in the delivery...

... the level of customer participation (Study 1: Low versus high, Study 2: Medium versus high, Study 3: Low versus medium versus high) and measured customers' PWYW payments (Studies 1–3), customer satisfaction (Studies 1–3), perceived equity (Study 3) and perceived enjoyment (Study 3). Studies 1 and 3 were...

...Nathalie Kron; Jesper Björkman; Peter Ek; Micael Pihlgren; Hanan Mazraeh; Benny Berggren; Patrik Sörqvist Purpose Previous research suggests that the compensation offered to customers after a service failure has to be substantial to make customer satisfaction surpass that of an error-free service...

... climate and team performance (i.e. customer satisfaction) as well as the moderating role of transformational leadership in such effect. This study builds on survey data collected from matched team leaders, employees and customers nested in 81 service teams and employs hierarchical multiple...

...Yung-Cheng Shen; Heng-Yu Lin; Cindy Yunhsin Chou; Po Han Wu; Wei-Hao Yang Purpose This study investigates the role of source familiarity in moderating the effect of service adaptive behavior (SAB) on customer satisfaction. Applying the accessibility–diagnosticity framework and situated cognition...

...Andreas Edström; Beatrice Nylander; Jonas Molin; Zahra Ahmadi; Patrik Sörqvist Purpose The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer satisfaction level achieved at error-free service...

... analyzed along with the quantitative information obtained from the reviews using linear regression and logistic regression methods. Findings The authors found that customer satisfaction and recommendation behavior is formed by own and others' opinion about the airline and alliance. The relative...

... uses the theory of relationship dynamics to capture the rate and direction of change in the effects of SQ attributes on customer satisfaction (CS) and emotional attachment (EA). For this purpose, the study takes CS-velocity and EA-velocity as dynamic outcomes of SQ. Design/methodology/approach...

...Yu Zhang; Bing-Jia Shao Purpose The purpose of this paper is to examine the influence mechanism of waiting time on customer satisfaction based on first impression bias, which explains how customers’ perceived service-entry waiting time (PSWT) influences their first impression of service staff...

... and customer satisfaction based on consumption context (social), evaluation context (temporal) and individual characteristics (expertise). Design/methodology/approach The authors use two lab experiments (hotel and restaurant settings) and a field study of online reviews posted by actual hotel customers...

.... The purpose of this paper is to propose a new organization–customer communication model (Schema Resonance Model), explicate how schema resonance can be achieved in live chat e-service, and investigate the impact of schema resonance on live chat e-service effectiveness, efficiency, customer satisfaction...

... customer satisfaction and customer behavior-based relationship performance. Practical implications MIM used as support to the relationship with customers contributes to generating customer satisfaction and increases the value of service performance revealing it an excellent marketing tool in support...

... increases, the possibility of emerging alternatives can be high and customers are more likely to defect. H2. Switching barriers are positively related to customer loyalty. H1. Customer satisfaction is positively related to customer loyalty. As a fundamental concept...

... value perceptions, customer satisfaction and behavioral intentions in adventure tourism using a multidimensional value framework. Most studies of customer value have used unidimensional and utilitarian value measures only (Dodds et al., 1991 ; Sweeney et al., 1999 ; Woodruff, 1997...

... structural equation modelling. Findings Findings reveal that the SPC model behaves somewhat differently in call centres. Although there is general support for most of the links in the model, the results indicate that customer satisfaction in the call centre industry is a separate outcome, rather than...

... to be examined through nonlinear relationships. All these research efforts have contributed to the idea that customer evaluations (e.g. fairness perceptions, customer satisfaction) improve when their benefits increase and their costs decrease. This situation describes a linear relationship represented...

... in the degree of innovation sought but also alignment as to the depth and stage of the partnering dynamic itself. However, when such collaboration works customer satisfaction and associated contract retention can increase significantly. Originality/value – Most inter-company innovation projects...

...Anothai Ngamvichaikit; Rian Beise-Zee Purpose – The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer persuasion knowledge and service provider credibility. Design...

...Hsuan‐Hsuan Ku; Chien‐Chih Kuo; Martin Chen Purpose To investigate customer satisfaction with service encounters characterized by an over‐attentive level of service, and the contextual and individual factors moderating the resulting satisfaction scores. Design/methodology/approach The first...

... difficult. Also, customer satisfaction must be considered when improving service productivity, otherwise the positive long‐term effects of a lean approach in service will be absent. Practical implications These findings are useful for organizations aiming to improve their service productivity...